Complaints book kit
The notice for your premises (Annex II), the complaint sheet in force (Annex I), the notice for your website (Annex III) and the date to answer each complaint within 15 business days, with a calendar reminder. Formats copied from the regulation.
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1. The notice for your premises (Annex II)
Article 9 requires it at every establishment, in a visible and easily accessible place, using the Annex II format. The printed notice stays in Spanish because the format is official: it copies the annex word for word and fills in the blank where the annex asks you to say whether your book is physical or virtual.
Open the notice to print (A4) →
Print on A4 at 100 %, not "fit to page". That keeps letter height above the annex minimums: 1 × 1 cm for "Libro de Reclamaciones" and 0.5 × 0.5 cm for the sentence. The annex does not say how a letter is measured: we measure the height of lower-case letters such as "o", which comes out at about 13 mm in the title and 6 mm in the sentence. Check with a ruler. The open-book drawing is ours, where the annex shows a similar picture. The annex text does not describe that picture.
«Se precisa que el Aviso del Libro de Reclamaciones deberá tener un tamaño mínimo de una hoja A4. Asimismo, cada una de las letras de la frase "Libro de Reclamaciones" deberá tener un tamaño mínimo de 1x1 centímetros y las letras de la frase "Conforme a lo establecido en el Código de Protección y Defensa del Consumidor este establecimiento cuenta con un Libro de Reclamaciones físico o virtual a tu disposición. Solicítalo para registrar una queja o reclamo." deberá tener un tamaño mínimo de 0.5x0.5 centímetros.»Anexo II (D.S. 006-2014-PCM)
«Los proveedores que cuenten con un Libro de Reclamaciones deberán exhibir en sus establecimientos comerciales, en un lugar visible y fácilmente accesible al público, como mínimo, un Aviso del Libro de Reclamaciones, utilizando el formato establecido en el Anexo II del presente Reglamento.»D.S. 011-2011-PCM, art. 9 (texto del D.S. 006-2014-PCM)
2. The complaint sheet (Annex I)
This is the format in force, approved by D.S. 101-2022-PCM, with the 15-business-day footnote. The 2014 format still going around says 30 calendar days: do not use it.
«Cada Hoja de Reclamación de naturaleza física deberá contar con tres (03) hojas desglosables, una (01) original y dos (02) autocopiativas; la original será obligatoriamente entregada al consumidor al momento de dejar constancia de su queja o reclamo, la primera copia quedará en posesión del proveedor y la segunda copia será remitida o entregada al INDECOPI cuando sea solicitada por éste.»D.S. 011-2011-PCM, art. 5 (texto del D.S. 006-2014-PCM)
3. The notice for your website (Annex III)
If you sell online, Article 9 requires an easily identifiable notice on the home page, linking to your virtual book. Annex III only adds that it must be legible and visible within your page design. Copy this code and enter the address of your virtual book.
«Los proveedores virtuales deberán colocar como mínimo un aviso fácilmente identificable en la página de inicio del portal web donde establecen sus relaciones de consumo, el mismo que deberá contener un vínculo que dirija al Libro de Reclamaciones Virtual, utilizando el formato establecido en el Anexo III del presente Reglamento.»D.S. 011-2011-PCM, art. 9
«Se precisa que el Aviso del Libro de Reclamaciones de naturaleza virtual deberá ser legible y visible de acuerdo al diseño de la página web de inicio.»Anexo III (D.S. 006-2014-PCM)
4. The deadline to answer each complaint
Fifteen business days, for reclamos and quejas alike, in writing (letter or e-mail, as the consumer asked). It runs from registration in the book.
«El reclamo que se registre en el Libro de Reclamaciones determina la obligación del proveedor de cumplir con atenderlo y darle respuesta en un plazo no mayor a quince (15) días hábiles, mediante comunicación escrita (vía carta y/o correo electrónico, según haya sido solicitado por el consumidor)»D.S. 011-2011-PCM, art. 6 (texto del D.S. 101-2022-PCM)
«El envío del ofrecimiento del proveedor suspende el cómputo del plazo previsto en el artículo 6 de este Reglamento por el plazo máximo de cinco (05) días hábiles.»D.S. 011-2011-PCM, art. 6-A.2 b) (texto del D.S. 101-2022-PCM)
Need to answer now? Draft the written response — S/ 15 letter →
What else the regulation requires
- A priority queue for anyone who wants to file a reclamo or queja (Article 4).
- If the name, DNI, address or e-mail, date or details are missing, the regulation treats the complaint as not filed (Article 5). Check those fields when the sheet is handed back.
- Keep the sheets, the SIREC data where it applies, and proof of the answer for two years (Article 12).
«En los establecimientos comerciales los proveedores deberán habilitar un orden de atención preferente para los consumidores que deseen presentar un reclamo o queja.»D.S. 011-2011-PCM, art. 4 (texto del D.S. 006-2014-PCM)
«En caso que el consumidor no consigne como mínimo su nombre, DNI, domicilio o correo electrónico, fecha del reclamo o queja y el detalle de los mismos, estos se consideraran como no presentados.»D.S. 011-2011-PCM, art. 5
«El proveedor deberá conservar como mínimo por el lapso de dos (02) años desde la fecha de presentación de la queja o reclamo en el Libro de Reclamaciones, la siguiente información:»D.S. 011-2011-PCM, art. 12 (texto del D.S. 006-2014-PCM)
Rules read for this kit (30 September 2026)
- D.S. N.º 101-2022-PCM, art. 2 y Anexo I (hoja vigente)
- D.S. N.º 101-2022-PCM, arts. 6 y 6-B y 6-A.2 b) del Reglamento
- D.S. N.º 006-2014-PCM, arts. 4, 5, 9 y 12 y Anexos II y III del Reglamento
- D.S. N.º 058-2017-PCM (arts. 6-A y 13; no cambia los anexos)
Law 32495 (e-commerce) ordered the regulation to be adapted; we did not find that decree published. If it is published, these formats may change.
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